HOW SHOULD I PACK UP MY PRODUCT TO GET IT REPAIRED?
Return the product complete, including accessories, in the original packaging. Place the product in a sturdy shipping box.
WHAT ARE THE REPAIR CONDITIONS?
You can turn to us for your repair both inside and outside the factory warranty. Once your warranty expires, you have to pay for the repair.
- Did your product break within 14 days of purchase? You can get a refund or exchange your product for a new one.
- Did your product break after 14 days with normal use and within the warranty period? In that case, it's a manufacturing defect and the repair is completely free of charge.
- You can also ask us to repair products outside the factory warranty. You'll have to pay for those repairs, though. We'll examine your product and make a quote. Based on that, you can choose whether you want your product repaired or not.
ARE REPAIRS ALWAYS FREE?
If your product breaks within the warranty period and it's a manufacturing defect, the repairs are completely free. Even if the defect is your own fault, we can help you. You'll have to pay in that case, though. We can't indicate the costs in advance. We'll examine your product, make a quote, and wait for your decision before we start the repair.
WHAT DO I HAVE TO DO TO HAVE MY PRODUCT REPAIRED?
Step 1: Fill in the warranty form. The warranty form can be found
here.
Step 2: Before you send in your device, the following things are important:
1) Factory reset your device and back up your files. During a repair, all files will be removed from your device.
2) Remove your Google account from your device by clicking on the account and choosing 'delete'. Your Google account itself will not be deleted, it will only be unlinked from your device. If you don't delete the account, it may take longer for your repair to be processed.
Does the above not work, for example because the screen is broken? Then you can skip these steps.
Step 3: Send your device (complete, including accessories) with a copy of your purchase invoice to the address below.
Rugged Store Belgium
Brusselsesteenweg 613
9050 Gentbrugge
Belgium
WHY DO I RECEIVE A QUOTE?
You'll receive a quote via email if the repair service has determined that the defect was caused by user damage or if the warranty has expired. You can choose from 3 options:
- You agree to the quote. The product will be repaired.
- You don't agree to the quote, but you do want your product back. You'll have to pay €39,95 in research costs and you'll receive your product back.
- You don't agree to the quote and don't want the product back. You won't have to pay research costs, and the product will be destroyed in an environmentally friendly way.
Inform us of your choice within 14 days.
HOW LONG DO REPAIRS TAKE?
That differs per product and problem. For example, solving software problems takes a relatively short time, while replacing broken parts will often take a little longer.
Product still at the repairer? Not all repairers provide interim information about the status of your product. Don't worry, once your product has been repaired, you will receive an email from us immediately.
WHAT IS THE STATUS OF MY REPAIR?
Contact our
customer service to find out the status of your repair.
WHAT KIND OF WARRANTY APPLIES TO MY PRODUCT?
You'll receive at least a 2-year on manufacturing defects on all products. Your product shouldn't break during the first 2 years with normal use.
We ask you to send us your broken product. After that, your product will be repaired by the repair service appointed by the supplier or manufacturer.
CAN I BRING MY PRODUCT INTO THE STORE?
Yes, that's possible! You can bring your product in by appointment in our store in Gentbrugge. Contact our
customer service to schedule an appointment.
Address
Rugged Store Belgium
Brusselsesteenweg 613
9050 Gentbrugge
Belgium
Opening hours (by appointment only)
Monday: 10:00 AM - 6:00 PM
Tuesday: 10:00 AM - 6:00 PM
Wednesday: 10:00 AM - 6:00 PM
Thursday: 10:00 AM - 6:00 PM
Friday: 10:00 AM - 6:00 PM
Saturday: Closed
Sunday: Closed
WHAT ARE THE WARRANTY CONDITIONS?
In case of damage caused by fall, impact or moisture, the repair costs for another defect may no longer be covered by the warranty. The warranty also expires when illegal software is used without the manufacturer's brand.
Caution: Have you repaired a product or replaced parts with a third party? Then our warranty expires.
The points below are not covered by the warranty:
- Errors after the warranty period
- Damage as a result of improper use by the user (broken/cracked parts and/or moisture damage)
- Broken SIM card reader
- All buttons on the product (home, volume and power buttons)
- Broken camera lens
- Damaged or dirty charging connector
- Loose parts (headphone connection)
